In ServiceNow, customization refers to modifying or adding new features to the platform to meet specific business needs, such as creating custom tables, fields, or scripting new workflows. For example, I customized the incident management process by adding unique fields and automation. On the other hand, configuration involves adjusting the platform’s existing settings without altering the core code. This includes setting up user roles, modifying forms, or applying UI policies. I also found that using odbc for ServiceNow https://www.devart.com/odbc/servicenow/ to integrate ServiceNow with external tools for data extraction was useful for reporting purposes.
